Adapt Your Onboarding Plan to

Today’s Virtual Environment

S T R A T E G Y S E S S I O N S :

Today’s Presenters

Mitzi Kent, RN, BSN

Partner, Barlow/McCarthy

Carrie Bennett, FACHE

Chief Operating Officer, Marketware

• Help you understand community &

organizational needs

• Integration of qualiative & quantative

approaches

• Readiness to grow

• Identify priorities

• Assessment of existing process

• Physician orientation

• Message development

• Tracking & reporting capabilities

• Provide tactical support

• Sourcing strategies

• Email blasts

• Provide proactive cold calling & screening of

candidates

• Monthly detail reports

• Team assessment & development

• Sales training

• Field coaching for results

• Best practice sharing

• Models for issue resolution process, tracking

& reporting

Medical Staff

Development

Planning

Recruitment/

Physician Liaison

Team Training

In-House Search

Solutions

Onboarding &

Retention

1 2

34

About Us — Barlow/McCarthyThe strategy, tactics & tools you need to attract & retain the right physicians

ascend–physician

relationship management

scout–business intelligence

embark–physician

recruitment & onboarding

centric–physician marketing

About MarketwareWeb-based Healthcare Relationship Management & Data Analytics

Onboarding that Drives Results

When Done Right,

Physician Onboarding Drives Results

Increase

retention

Increase

productivity

Increase

satisfaction

Increased

system alignment

Decrease

ramp up

Ø 85% of organizations “say”

they have an onboarding

process for physicians

Ø Only 33% have a

formalized process

Onboarding Realities

Orientation VS Onboarding

Orientation Onboarding

• Short term (1 -2 days)

• HR/paperwork focused

• Process based

• Not relationship based

• Begins before physician’s first day

• Extends through 3 -6 months to a

year after hire

• Focused activity with a goal of joint,

long term relationships for all parties

• Relationship building

Key to a Results-Driven Onboarding Program

Identify key

touchpoints

Focused checklist

& check-ins

Create a plan

for growth

Help the family

grow roots

Nurture roots

over time

Identify Key Touchpoints for New Providers

Recruitment

• Understand the need

• Inclusive site visits

• Honest, open view

• Interviewing for ‘fit’

• Contracts that meet

joint expectations

Relocation

• Relocation guidance

• Immediate

credentialing

• Shared data collection

& processing

• Practice set up support

Integration

•Orientation to practice

• Introductory meetings

• Call coverage

• Systems training

•Mentorship

Create connections

• Identifying patient

pipelines

• Understand capabilities

& key differentiators

•Marketing guidance

• Intro to community

• Facilitate strategic

outreach visits

•Don’t forget about

the family

Beyond launch

• 100-day mark

• 200-day mark

• 300-day mark

• Check-ins during

years 2 & 3

• Incorporate physician

feedback tools

(i.E. New physician

focus groups,

satisfaction surveys,

exit interviews

Focused Checklist Organized in Work StreamsWork Streams Major Activities Owner

Orientation Pre

& Post Start Date

• Pre-start date communication &

expectations

• Key contact introductions/welcome

• Organizational mission, vision & values

• Patient population/community

• Clinical practice protocols

• Practice/hospital policies & procedures

• Start day, week, & month schedules

Credentialing

& Employment

• Licensing, payer & hospital

credentialing/privileges & malpractice

coverage

• Applications, paperwork & approvals

• Compliance training

• New employee applications/forms,

photo, ID badge & health screenings

Practice Setup

& IT

• Office set-up & operations details

• Phone number

• Stationary, signage

• Support staff needs

• Hardware needs

• Email & EMR set-up

• EMR training

Marketing• Communication & marketing plan

• Practice growth metrics

• Website updates

• Call center integration

• Physician relations field plan

Integration• Introductions: hospital & group practice administration, physicians,

advanced care providers/staff & hospitalists

• Personal relocation

• Family into the community

Month 1 Month 2 Month 3 Month 4 Month 5

Credentialing* - Hospital & Payer

HR Employment

Practice-Set/Up Orientation/Integration

IT

Marketing Prep Marketing Implementation

RelocationsCommunity Integration

First dayOffer accepted

Work Streams Overlap to Expedite Process

Onboarding

Team

Marketing

Recruiter

Physician

Liaison

Practice

Manager

HRCMO

IT/EMR

Trainer

Med Staff

Coordinator

Onboarding

Coordinator

• Identify team

• Who will be responsible

for what role

• Onboarding tool-kit

• Orientation checklists

Key Members of Onboarding Team

Provider Name – Specialty (Employed vs Independent)

• Last provider communication

o Concerns

o Resulting action items

o Status of Follow Up

• Completed items

• Correction for past due items

• Upcoming items (due)

Sample AgendaReview Onboarding for

Providers Signed to Start

Last Provider Communication

• Subject

• Concerns

• Resulting Action Items

• Status of Follow Up

• Productivity

• Ramp Plan

Liaison & Practice Stats

• Road Show Update

• Community Integration Activities

• Ex. Satellite Clinic Opportunities

• Review Referral Reports

(Inbound/Outbound)

Marketing Update

• Digital Strategy

• Collateral

• Practice-Provider Specific Marketing

• Hospital – Service Line Marketing

Sample Agenda, continued…Review Providers within 6 Months of Launch

Making the Shift to Virtual

In a poll last week, over 100 physician recruiters

mentioned they were in the process of going virtual with

their onboarding plan. According to their responses, the

most difficult part of this transition including the following

work streams:

• Relocation

• Introductions

• Training, &

• Practice Development

Health Assessment

HR Paperwork

Medical Staff

• Development of modules.

• 15 min Zoom share screen instructions.

• Mail welcome packets.

Orientation

Finding a home

Getting the family

settled in

Making community

connections

• Work with realtor that will do virtual house tours.

• Set up day with significant other for virtual vendors.

• Assist with creating timeline for move.

• Engage realtor to assist with short-term housing & fostering

community connections.

Relocation

Hospital EMR training

Practice EMR training

Billing & coding

Social media policies

• Dedicated virtual time with an EMR team member to learn &

navigate the system.

• Have Regional Coding Specialist prepare modules for all

things compliance.

o Policies & Guidelines

o Coding University

o Medical record documentation

• Social Media Policies.

o Examples of “what good looks like”

o What to do /What not to do

Training

Medical staff

Practice partners

Hospital/practice staff

• Establishing connections & building relationships is key

piece for onboarding.

• Building virtual introductions becomes important part

of your process.

• Narrow list to key stakeholders.

o CMO

o Practice partners

o Key directors

• Provide intro sheets.

• Zoom meet & greet.

Introductions

Marketing/PR

Community

• Develop marketing plan with new provider.

• Distribute press release.

• Send physician announcements to key organizations (rotary

club, kiwanis club, etc.).

• Send physician announcements to business & industries to

share with employers.

• Strategic use of web banners & email blasts to spread the

word electronically.

Community Engagement

Introduction to targeted

referral sources

• For specialists….develop outreach plan with new provider.

• Key questions to ask the provider:

o What is the vision? What is the market strategy?

o What are your expectations around?

o Share what has been done successfully to build

other practices.

Practice Development

Is this a new physician….

• replacing a department physician?

• being added to meet demand?

• a strategic add?

Planning Ahead to Unlock Growth

• Data-driven targeting

o Internal

o External

o Field intelligence

• Limit loyalists depending on end goal

• Assess physician readiness

• Monitor your results over time

• Make revisits as needed to nurture new connections

Preparing to Play Matchmaker

Based on your existing referral logs, what

business can you not afford to lose? What

can we do to maintain these partnerships?

Which referral partners appear to be splitting

their business between us & our key

competitors? What can we do to shift these

partnerships in our direction?

Are there new patient pipelines out there?

How can we further explore & maximize

these opportunities?

• Volume trends

o New Patients

o All patients

o Encounters

• Outreach Connections

• First time vs repeat referrals

Follow Up

What is the impact of your efforts to

connect your new provider(s) &

potential referral sources?

• Onboarding is critical part of retention success.

• Everyone’s job = No one’s job.

• Evaluate as a team what activities need to occur for a

successful launch.

• Earmark those that cannot be virtually & brainstorm as a

team how to handle these.

• Onboarding done well has a defined plan, internal

commitment, & accountability.

Final Thoughts

Thank You